# Technical Support

> Questronix Corporation · Quezon City, Philippines · — · Posted 2025-11-10

**Workplace:** on_site

## Description

**Job Description:**

-   Provide timely technical assistance for Freshservice-related issues.
-   Maintain system uptime and configuration integrity.
-   Enable efficient use of Freshservice features across IT teams.
-   Support business operations through proactive maintenance and guidance.

_Scope of Services_

_**Incident Management & Issue Resolution**_

-   Troubleshooting and resolving platform issues (e.g., login problems, workflow failures, automation errors).
-   Diagnosing performance-related issues or slow response times.
-   Coordinating with Freshservice support (Freshworks) for escalations when necessary.
-   Maintaining a ticket log and resolution documentation.

_**Configuration & Administration Support**_

-   Assistance with setting up or modifying:
-   Workflows, automation rules, and SLA policies.
-   Ticket forms, categories, and templates.
-   User roles, agent permissions, and groups.
-   Email notifications and approval workflows.
-   Configuring service catalog items and change/release templates.

_**Integration & API Support**_

-   Setting up and maintaining integrations with third-party tools (e.g., Jira, Slack, Microsoft Teams, AD, etc.).
-   Troubleshooting API-based automations and webhooks.
-   Supporting data import/export, including user data and ticket migration.

_**System Maintenance & Updates**_

-   Periodic review of system configurations for optimization.
-   Applying best practices for asset management, CMDB, and service catalog.
-   Ensuring backups and data integrity within Freshservice limits.
-   Coordinating updates or feature rollouts as released by Freshworks.

_**Reporting & Analytics**_

-   Creating and maintaining custom reports and dashboards.
-   Analyzing ticket trends and SLA compliance.
-   Providing performance reports and improvement recommendations.

_**User & Agent Support**_

-   Onboarding and training new users/agents on Freshservice features.
-   Providing “how-to” support for ticket handling, approvals, and workflow usage.
-   Maintaining user guides and FAQs.

_**Deliverables**_

-   Assist SDM with below deliverables
-   Monthly performance and usage reports.
-   Configuration change logs.
-   Training materials and documentation.
-   Incident summary and root cause analysis for critical issues.

## Requirements

**Qualifications**

-   Bachelor's degree in Information Technology.
-   **At least 1 to 2 years of experience as a Technical Support**
-   Communication: Strong ability to communicate complex technical information clearly to both technical and non-technical stakeholders.
-   **Experience with FreshService platform in order to effectively address and resolve any issues that may arise for the platform itself.**
-   **Schedule: 8x5 Support (OT if needed)**
-   **Can work Fully ONSITE (Cubao)**

## Apply

[Apply at Questronix Corporation](https://apply.workable.com/questronix-corporation-2/j/3BAEEE27EE/apply)

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